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TMCNet:  Contact Center Software - Worldwide Market Outlook to 2025 featuring Alcatel Lucent, Avaya, Cisco Systems, Five9, SAP, and many more

[November 15, 2018]

Contact Center Software - Worldwide Market Outlook to 2025 featuring Alcatel Lucent, Avaya, Cisco Systems, Five9, SAP, and many more

DUBLIN, Nov. 15, 2018 /PRNewswire/ --

The "Contact Center Software Market Size, Share & Trends Analysis Report By Service, By Deployment, By Solution (IVR, Customer Collaboration), By End Use, By Enterprise Size, And Segment Forecasts, 2018 - 2025" report has been added to's offering.

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The global contact center software market size is expected to reach USD 47.77 billion by 2025. The market is estimated to grow at a rate of 15.6% during the forecast years.

Increasing adoption of cloud-based services, social media, and mobile analytics along with growing consumer base is projected to boost the market expansion.

Various technological advancements have resulted in the introduction of Business Process Automation, thereby, reducing the workload of customer care representatives. For example, advent of Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) software has helped customer-centric organizations in increasing their productivity.

Growing adoption of cloud-based contact center services has allowed organizations in reinforcing the security of confidential information through web security and centralized database. Additionally, cloud-based contact center services provide multiple customer points of contact, which allow remote access to the necessary data.

With the competition intensifying over the years, it has become crucial for organizations to maintain stable and consistent relationships with their customers and ensure customer loyalty. Thus, many companies are adopting contact center software in order to improve the levels of customer satisfaction and experience.

Key Findings

  • Customer collaboration segment is projected register a CAGR of 23.7% over the forecast period due to growing use of the solution for engaging customers through social media platforms.
  • Interactive Voice Response (IVR) software segment is expected to hold the largest market share in 2025, owing to its features such as reduced amount of call drops and improved customer satisfaction.
  • Technical advancements in communication and collaboration application result in an increased demand for training and consulting services. The market for these services is projected to grow at a rate of 17.4% over the forecast years.
  • The hosted deployment segment is expecte to reach USD 22.64 billion by 2025 as it provides remote accessibility and can be easily deployed and integrated with other systems.
  • Asia Pacific regional market is projected reach at USD 10.48 billion by 2025, owing to rapid digitization and industrialization initiatives undertaken by the local governments in this region.
  • Major companies operating in the contact center software market include Avaya, Inc., SAP SE, Enghouse Interactive, Five9, Inc., Mitel Corporation, Alcatel Lucent Enterprise, Cisco Systems, and Unify, Inc.

Key Topics Covered

Chapter 1 Methodology and Scope
1.1 Research Methodology
1.2 Research Scope and Assumptions
1.3 List of Data Sources

Chapter 2 Executive Summary
2.1 Contact Center Market - Industry Snapshot & Key Buying Criteria, 2014 - 2025
2.2 Global Contact Center Software Market, 2014 - 2025 (USD Million)
2.2.1 Global contact center software market, by region, 2014 - 2025
2.2.2 Global contact center software market, by solution, 2014 - 2025
2.2.3 Global contact center software market, by service, 2014 - 2025
2.2.4 Global contact center software market, by deployment, 2014 - 2025
2.2.5 Global contact center software market, by enterprise size, 2014 - 2025
2.2.6 Global contact center software market, by end-use, 2014 - 2025

Chapter 3 Contact Center Industry Outlook
3.1 Market Segmentation
3.2 Market Size & Growth Prospects
3.3 Contact Center Software Market - Value Chain Analysis
3.3.1 Vendor landscape
3.4 Contact Center Software Market - Market Dynamics
3.4.1 Market driver analysis Increasing demand for the automation of contact center solutions Growing emphasis on enhancing customer experience through omnichannel solotions Surging adoption of cloud-based contact centers
3.4.2 Market challenges analysis Inability to achieve higher Average Speed of Answer (ASA) and low First Call Resolution (FCA)
3.5 Penetration and Growth Prospect Mapping
3.6 Contact Center Software Market - Company Market Share Analysis, 2016
3.7 Contact Center Market - Porter's Five Forces Analysis
3.8 Contact Center Market - PESTEL Analysis

Chapter 4 Contact Center Software Solution Outlook
4.1 Contact Center Software Market Share By Solution, 2016
4.2 Automatic Call Distribution (ACD)
4.3 Call Recording
4.4 Computer Telephony Integration (CTI)
4.5 Customer Collaboration
4.6 Dialer
4.7 Interactive Voice Responses (IVR)
4.8 Reporting & Analytics
4.9 Workforce Optimization
4.10 Others

Chapter 5 Contact Center Service Outlook
5.1 Contact Center Software Market Share By Service, 2016
5.2 Integration & Deployment
5.3 Support & Maintenance
5.4 Training & Consulting
5.5 Managed Services

Chapter 6 Contact Center Software Deployment Outlook
6.1 Contact Center Software Market Share By Deployment, 2016
6.2 Hosted
6.3 On-premise

Chapter 7 Contact Center Software Enterprise Size Outlook
7.1 Contact Center Software Market Share By Enterprise Size, 2016
7.2 Large Enterprise
7.3 Small & Medium Enterprise

Chapter 8 Contact Center Software End-use Outlook
8.1 Contact Center Software Market Share By End Use, 2016
8.2 BFSI
8.3 Consumer Goods & Retail
8.4 Government
8.5 Healthcare
8.6 IT & Telecom
8.7 Travel & Hospitality
8.8 Others

Chapter 9 Contact Center Software Regional Outlook
9.1 Contact Center Software Market Share By Region, 2016
9.2 North America
9.3 Europe
9.4 Asia Pacific
9.5 Latin America
9.6 MEA

Chapter 10 Competitive Landscape
10.1 Alcatel Lucent Enterprise
10.2 Avaya, Inc.
10.3 Cisco Systems, Inc.
10.4 Enghouse Interactive, Inc.
10.5 Five9, Inc.
10.6 Genesys
10.7 Microsoft Corporation
10.8 NEC Corporation
10.9 SAP SE
10.10 Unify, Inc.

For more information about this report visit

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SOURCE Research and Markets

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